In one of my previous post I wrote about how to set a status of declined Service Requests to Rejected instead of Failed. I received many thanks from the community and that was pleasant. However, one reader, Martin, added a comment about Close task that couldn’t be applied to Rejected Service Requests.
Recently I’ve met on the TechNet Service Manager forum a request about an issue with ‘Attached By’ field in the SCSM Problem form. After you attach a file and then click on Apply or OK button in the SCSM Problem form, you cannot see who is attached the file. I’ve never put any attention for that but a quick check proved the issue in the Microsoft System Center 2012 Service Manager SP1 and R2.
Introduced in SCSM 2012, Service Request has lacked a Rejected status from the very beginning. If any Review Activity of a Service Request is declined, the Service Request gets a Failed status. It’s a very confusing behavior that also affects the reporting.
This morning I woke up and found in my inbox our partner’s request about attachments that SCUtils Email Connector adds to manual activities. Many of you know that the manual activity’s form in Microsoft System Center 2012 Service Manager does not have a Related Items tab. SCUtils Email Connector has an option to add the attachments from email messages related to SCSM Activities. But you cannot see and open the attached files in the manual activity’s form. That is why SCUtils Email Connector lets you attach the files to the activity’s parent work items (including Sequential and Parallel Activities) that have the Related Items.
Recently we have received a request from a customer that wanted to use our free product, SCUtils File Attachment, to let end users open file attachments related to the knowledge articles. Sometimes it is suitable to attach files like Word templates, scripts, large documents rather than place all these things into an internal content of a knowledge article. The customer planned to put direct links to the file attachments inside knowledge articles but did not want to query a SCSM SQL database each time to find InstanceID to create a link like this:
If you need to change URLs in notification templates of Microsoft Service Manager 2012, it could be a very annoying and time-consuming task. You might have dozens of the notifications templates with a complicated HTML formatting so it is so easy to miss some URLs or mistype. Last week our team met the situation and I decided to create a handy PowerShell script to simplify the process.
Yesterday I participated in the Service Manager Customer LyncUp call and even typed two messages. I expected to see a road map for the Service Manager vNext but my expectations remain my expectations. However, I noticed that some people asked the product team about a feature request/bug fix that would allow editing the LDAP query filters of Active Directory connectors in Microsoft System Center 2012 Service Manager. Currently you have to create a new connector because those settings are grayed out.
After SCUtils FileAttachment was released, we started to receive questions about the use of this add-on. For those who can use Orchestrator to send the notification, using the solution is a very simple and straight task. But if you want to use the notification templates of Microsoft System Center 2012 Service manager, it could be a bit complex thing.
The reality proves that the comprehensive and up-to-date knowledge base is an essential and laborious tool. We can accumulate tons of the resolved incidents with detailed (sometimes not so detailed) resolutions but our knowledge base may stay a desert. Some of the ITIL implementers think that an ability to edit the knowledge article in the web browser can change the status quo but the experienced practitioners know for sure that only a complete and present-day “how-to-do” database can encourage the end users to search in the KBs before creating a ticket.
In my previous post, I published a notification workflow that informs an assigned IT analyst about a new assignment to a Manual Activity with “In Progress” status. Soon I got a feedback that it would be fine if the workflow also sends an email for the users assigned to Review Activities.
It is quite easy to create a notification workflow to notify an assigned IT analyst when Manual Activity becomes “In Progress”. But sometimes it’s required to assigned the user when Manual Activity is already “In Progress”. You can create a notification that is triggered when the user is assigned (‘addrelationship’). But if you don’t want to bother people before the action, you have to check the activity’s status before the notification.
When you delete Exchange Connector management pack without prior deleting the connector’s instances, you get the orphaned connectors in the SCSM console that you cannot delete. Even after you import the Exchange Connector management pack back, the situation stays as bad as before.